Policies
Privacy Policy
Information We Collect
We may collect the following personal information from patients and prospective patients:
- Full name and contact details (e.g. phone, email, address)
- Age, date of birth, and gender
- Dental history and details of previous dentists
- Medical history and current medications
- Health insurance details (if applicable).
Collection of Information from Other Providers
By attending Dental on Kilmore, you are giving us permission to obtain relevant personal and health information from other healthcare providers, including:
- General practitioners (GPs)
- Other dentists or dental specialists
- Relevant medical professionals.
This is to ensure we have a complete picture of your health and dental needs and can provide safe, effective treatment.
How We Use Your Personal Information
Your information may be used for the following purposes:
- To assess your suitability for dental treatment
- To develop treatment plans, including through third-party providers such as Invisalign or Angel Aligner
- To maintain and administer your patient file
- To invoice you for treatments and services
- To process health insurance claims
- To contact you for appointment reminders, recalls, follow-ups or other necessary communication via phone, SMS, email or post
- To recover unpaid accounts (including via third-party debt collection).
Disclosure of Your Information
By attending Dental on Kilmore, you consent to us sharing your personal information with relevant third parties when necessary to provide or support your care. These may include:
- Dental specialists and referral providers
- ACC and Health New Zealand
- Health insurance companies (when applicable)
- Invisalign, Angel Aligner, and other clinical software providers
- Debt collection agencies (if required).
We may also be legally required to disclose your information to government agencies, regulatory bodies, courts, or tribunals if directed to do so under law.
Keeping Your Information Up to Date
It is important that the information we hold is accurate, complete, and up to date. We will ask you to confirm or update your personal and medical information when you visit us. You are also responsible for letting us know if your details change.
How We Store and Protect Your Information
We take all reasonable steps to ensure the security of your personal information, including:
- Secure electronic storage with restricted access
- Regular system backups
- Protection against loss, misuse, unauthorised access, and modification.
We retain original patient records on file for a minimum of 10 years, as required by law. You have the right to request a copy of your personal information at any time.
Questions or Concerns?
If you have any questions about how we handle your personal information or wish to access or correct your records, please contact us. We are happy to assist you in understanding how your information is used and stored.
Appointment Policies
At Dental on Kilmore, we strive to provide the highest level of care to all our patients. To ensure we can continue offering timely and effective dental services, we kindly ask all patients to adhere to the following appointment policies.
Cancellations and Rescheduling
- We require a minimum of 48 hours’ notice to cancel or reschedule an appointment.
- Cancellations or changes made within 48 hours of your scheduled time may result in a cancellation fee of $85.
- This policy allows us to offer your appointment time to other patients in need of care.
Late Arrivals
- Please arrive on time for your appointment.
- If you arrive more than 10 minutes late, we may need to reschedule your appointment to avoid delays for other patients.
- A cancellation fee may apply if the appointment cannot proceed due to late arrival.
Missed Appointments
- If you fail to attend your appointment without notice, you will be charged 50% of the appointment cost or $85, whichever is greater.
- Repeated missed appointments may result in a requirement to pay a deposit before booking future appointments.
- You may have the ability to book online disabled after missing an appointment.
These policies apply to all appointment types, including:
- General dental appointments
- Aligner appointments including complimentary consultation, records and review appointments
- Hygiene visits
- ACC appointments
- WINZ consultations
- Private adolescent care
- Complimentary whitening consultations.
Payment of Fees
- Fees for missed or late-cancelled appointments must be paid before any new appointments can be scheduled.
Need to Cancel or Reschedule?
Please contact our team as early as possible if you need to make changes to your appointment.
We appreciate your understanding and cooperation in helping us provide timely care for all our patients.
Debt Collection Policy
At Dental on Kilmore, we are committed to providing high-quality dental care in a respectful and professional environment. To maintain this standard, it is essential that our payment terms are clearly understood and adhered to.
Payment Terms
- Payment is expected at the time of your appointment, unless alternative arrangements have been made and agreed upon prior to treatment.
- We accept the following payment methods:
- Cash
- EFTPOS
- All major credit and debit cards
- Southern Cross Easy-Claim
- Afterpay
- Q Mastercard
Outstanding Accounts
- All outstanding accounts will be followed up in writing within 10 working days of the due date.
If payment is not received within the specified timeframe, further reminders will be issued. Continued failure to settle the account will result in the account being referred to a registered debt collection agency.
Debt Recovery
Accounts referred to a debt collection agency will incur additional costs, including but not limited to collection agency fees and legal costs. These costs will be the responsibility of the debtor.
Dental on Kilmore reserves the right to suspend or refuse non-urgent treatment until outstanding debts are cleared.
We encourage patients to contact us as soon as possible if they are experiencing financial difficulties. In many cases, we can arrange a suitable payment plan or refer you to external financing options.
For any questions or concerns regarding your account, please contact our reception team directly on 03 379 6766 or reception@dentalonkilmore.co.nz
Feedback and Complaints Policy
At Dental on Kilmore, we are committed to providing high-quality dental care in a respectful, supportive, and professional environment. We welcome all feedback from our patients, as it helps us to continuously improve the care and service we offer.
If you are not satisfied with any aspect of your care or experience, we encourage you to let us know. We take all concerns seriously and aim to resolve them promptly and fairly.
Your Rights as a Patient
Your rights are protected under the Code of Health and Disability Services Consumers’ Rights, overseen by the Health and Disability Commissioner (HDC). This means you have the right to:
- Be treated with respect and dignity
- Receive care of an appropriate standard
- Be fully informed and involved in decisions about your treatment
- Make a complaint and have it handled fairly, respectfully, and promptly.
How to Raise a Concern or Make a Complaint
You can raise your concern in the way that feels most comfortable for you:
1. Speak to Us Directly
Talk to your dentist or any member of our team. Many concerns can be resolved quickly and informally through open and respectful discussion.
2. Contact Us in Writing
If you prefer, you can submit a written complaint to reception@dentalonkilmore.co.nz, pm@dentalonkilmore.co.nz or sally@dentalonkilmore.co.nz
Please include the following in your written complaint:
- Your full name and contact details
- A clear description of your concern, including relevant dates and names (if known)
- Any supporting documents or correspondence
- What outcome or resolution you are seeking.
What Happens Next?
- Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it. - Investigation
We will carefully review the matter, which may include speaking with relevant team members. - Response
You will receive a response within 10–20 working days. If we require more time, we will inform you and keep you updated on the progress.
If You're Not Satisfied
If you are unhappy with our response or how your complaint was handled, you may contact the Health and Disability Commissioner (HDC) for free, independent support and advice:
- Phone: 0800 11 22 33
- Website: www.hdc.org.nz
- Email: hdc@hdc.org.nz
We Appreciate Your Feedback
Whether you have a suggestion, concern, or compliment, we’d love to hear from you. Your feedback helps us continue to improve and provide the best care possible.
Health & Safety Policy
At Dental on Kilmore, the health, safety, and wellbeing of our patients, staff, and visitors is our top priority. We are committed to providing a safe and hygienic environment where quality dental care can be delivered with confidence.
Our Commitment
- We comply with all relevant New Zealand health and safety legislation, including the Health and Safety at Work Act 2015.
- We actively identify, manage, and minimise risks to prevent harm or injury.
- We promote a culture of safety, respect, and accountability throughout our practice.
Infection Control and Hygiene
- We follow strict infection prevention protocols, including sterilisation of instruments and disinfection of all clinical areas.
- Staff adhere to best practice guidelines for hand hygiene and the use of personal protective equipment (PPE).
- Regular cleaning schedules ensure a clean and safe environment for patients and staff.
- We monitor and update our infection control measures in line with Ministry of Health recommendations, including COVID-19 protocols where applicable.
Safe Work Practices
- Staff receive ongoing training on safe clinical and workplace practices.
- We maintain clear procedures for the safe handling and disposal of hazardous materials and sharps.
- Equipment and machinery are regularly maintained and inspected to ensure safety and proper function.
Emergency Procedures
- We have clear emergency response plans in place, including fire safety, medical emergencies, and evacuation procedures.
- All staff are trained to respond promptly and effectively to emergencies.
- Emergency equipment, such as first aid kits and oxygen supplies, are readily available and regularly checked.
Patient Safety
- We ensure that all dental procedures are conducted following professional standards to minimise risk.
- Patients are informed about their treatment plans, risks, and aftercare instructions.
- We encourage patients to communicate any concerns about their safety or comfort during treatment.
Reporting and Continuous Improvement
- We encourage staff and patients to report any hazards, incidents, or near misses.
- All reports are investigated promptly, and corrective actions are implemented.
- We regularly review our health and safety policies and practices to ensure ongoing improvement.
Contact and Feedback
Dental on Kilmore is committed to ensuring a safe environment for everyone who enters our practice. Your safety is our priority. If you have any health and safety concerns or suggestions, please let us know.
